Field Service Specialist

6 months ago

Riyadh, Saudi Arabia Cepheid Full time

**At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.**:
**Cepheid is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.**:
**Key Purpose and Accountabilities**:
***:
**Provide technical direction and support to customers on instrument operation, assay implementation and accreditation, maintenance of company products. Make technical presentations and conduct product demonstrations for customers. Work collaboratively with Sales, Marketing, Scientific Affair, Technical Support, Service and global business units to identify and assess customer needs and provide high quality customer care exceeding expectations. Provide in-field assistance for pre
- and post
- sale technical activities with a primary emphasis on growing the user base of diagnostic products.**:
**Job Purpose**:

- ** Provide on-site installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.**:

- ** Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process**:

- ** Follow normal standard of work for documentation and customer complaint handling to ensure total customer satisfaction**:

- ** Monitor sites and provide user trainings (system, software, assays and connectivity).**:

- ** Record information related to installations, training, customer support and follow-up in SFDC as well as market intelligence data and report to the programmed manager**:

- ** Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance.**:

- ** Conduct proactively preventive maintenance and modifications / upgrades, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective way**:

- ** Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters**:

- ** Manage all aspects of field support, which is not limited to system hardware and software, PCs, and networking**:

- ** Work closely with internal stakeholders to address customer concerns, determine corrective action and customer follow-up**:

- ** Manage inventory for car stock and other required spare parts**:

- ** Jointly develop account strategies with Sales Representatives aimed at increasing Cepheid business**:

- ** Interacting with stakeholders on the ground to generate demand for testing on the installed base, identify potential new assays that can be added to the menu and collaborate with Cepheid team to allow fast adoption and implementation.**:

- ** Assist the sales team with pre
- and post-sale technical activities both within KSA to support a growing user base of diagnostic products**:
**TRAINING RESPONSIBILITIES: (REQUIRED)**:

- ** Complete all assigned and required training satisfactorily and on time**:
**Education and Experience**:

- **Bachelor’s degree with 3-5 years of experience**:

- ** A minimum of 1-2 years of Field Service & diagnostic market experience is an advantage**:

- ** Bachelor’s Degree in Biomedical/Technical with experience in Molecular Biology an advantage**:

- ** Local language knowledge proficiency (Arabic) is a must have along with Fluency in English is preferred**:

- ** Hands-on Experience with Troubleshooting & servicing Complex diagnostics Instruments**:

- ** Hands-on experience with lab automation systems**:

- ** Hands-on experience with LIS/connectivity**:

- ** Clinical Laboratory focus along with experience in molecular and microbiology techniques**:

- ** Results driven and self-motivated with a demonstrated ability to achieve measurable goals**:

- ** Technical support and training experience in assays and instrumentation for Clinical Diagnostics**:

- ** Expertise with generating commercial leads**:

- ** Experience with customer base within territory a plus**:

- ** Strengths in networking and relationship development.**:

- ** Strong oral and written communications skills.**:

- ** Excellent technical presentation skills for group and one-on-one presentations**:

- ** Integrates with the sales team in planning and executing business growth str

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